SEARCH

Sr. Operations Business Analyst Resume Example

Love this resume?Build Your Own Now
Raven
Wilcox
Professional Summary

Eight years of impeccable customer service experience in management. Excellent entrepreneurial spirit with a proven track record of succeeding in a fast-paced contact center environment. Strong organizational skills and passion for coaching, teaching, and training associates while delivering successful results. A team builder leader focused on developing and leading exceptional call center teams.

Skills
  • Effective Leader
  • Employee Engagement
  • Performance Improvements
  • Verbal and Written Communication
  • Strong Organizational Skills
  • Presentation Skills
  • Building Strong Relationships
  • Detail-Oriented
  • Strategic Planning
  • Critical Thinking
Education
South Carolina State UniversityCity, State05/2017B.S:Business Administration And Management
Georgia Military College - MilledgevilleCity, State05/2015A.S:Mass Communications
Accomplishments
  • LinkedIn "Nonprofit Management Foundations"Course
  • LinkedIn "Establishing Creditability as a Speaker" Course
  • LinkedIn "Public Speaking: Energize and Engage Your Audience" Course
  • LinkedIn "Leading with Vision Course"
  • LinkedIn "Communicating with Confidence" Course
  • LinkedIn "Public Speaking Foundations" Course
Work History
Company Name - Sr. Operations Business Analyst
City, State05/2018 - Current
  • Partner with field level and cross-functional coordination with corporate partners to amplify Building Services message, strategy and social impact with external and internal audiences
  • Monitor, analyze and report out on compiled research data and give professional presentations highlighting finds and recommended optimizations
  • Negotiate complex vendor agreements and build relationships across multiple commodities
  • Manage third-party vendor contracts and relationships through collaboration to maximize cost-effectiveness, optimize delivery schedules and maintain service standards
  • Help to research, vet and onboard new vendors, set up contracts and establish connections
  • Conduct P&L statement analysis to improve daily operations, increase revenue and reduce costs
  • Control costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades
  • Saved $13 million by implementing cost-saving initiatives that addressed long-standing problems
  • Provide guidance and partnership to arrange volunteer opportunities with United Greater Way of Atlanta for associates at Home Depot 's Building Services department
  • Establish working relationships with clients by organizing various events for 1,300 U.S. Retail Operations associates
  • Manage administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions
Company Name - Contact Center Supervisor
City, State01/2016 - 05/2018
  • Managed customer experience through coaching sessions, case management review, supervisor alignment and delivering effective feedback biweekly to associates and salaried leaders during one on ones.
  • Managed 107 vendors to ensure vendors are able to Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Effectively managed assigned cases, collecting and documenting details as needed using Salesforce, SAP, and Tableau.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Managed, trained and motivated associates and supervisors to continuously improve knowledge and abilities in Home Improvement field.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Promoted positive customer experience through day-to-day supervision and management
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
  • Directed, guided, coached and mentored team of 25 agents and surpassed individual and corporate goals.
Company Name - Resolution Expeditor
City, State07/2015 - 12/2015
  • Assisted Strategic Team on identifying characteristics that affects different lines of business to help organization support better accuracy and efficiency.
  • Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Engaged in continuous learning and development opportunities to promote continued performance improvement.
  • Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
  • Handled 125 customers in fast-paced contact center setting in coordination with solid team of 15 customer service associates
Company Name - Supervisor
City, State02/2014 - 07/2015
  • Managed up to 15 sales/customer service consultants.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Worked alongside retail representatives to enhance product presentations and advertising collateral.
  • Trained and developed new sales team associates in products, selling techniques and company procedures.
  • Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
  • Managed order cycle to enhance business development and maintain sustainability and customer satisfaction.
Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

96Excellent
Resume Strength
  • Completeness
  • Measurable results

Resume Overview

School Attended

  • South Carolina State University
  • Georgia Military College - Milledgeville

Job Titles Held:

  • Sr. Operations Business Analyst
  • Contact Center Supervisor
  • Resolution Expeditor
  • Supervisor

Degrees

  • B.S : Business Administration And Management
    A.S : Mass Communications

Similar Resumes

View All
Sr.-Operations-Business-Analyst-resume-sample

Sr. Operations Business Analyst

Riverdale, Georgia